This document discusses integrating SAP Solution Manager with ServiceNow. It outlines the challenges customers face with Solution Manager and how ServiceNow could address them. It presents 3 integration options with ServiceNow as the primary ITSM tool. The options allow for uni-directional or bi-directional syncing of incidents and problems. Considerations for the technical implementation and project are also provided.

1. ALPHA SIRIUS INC.
BRIDGING THE GAP
SOLUTION MANGER TO SERVICE NOW
INTEGRATION

2. SOLUTION MANAGER AND SERVICE NOW
SOLUTION MANAGER SERIVCE NOW
• Standard Application Life Cycle • Cloud‐based services that automate
Management tool from SAP enterprise IT operations
• Covers all aspects of Application • Focused on Business Process
Lifecycle, including design, Management and IT process
implementation and efficient consolidation
management • Easy deployment with lower costs and
• Integrates well into all SAP enhanced efficiency
components and systems • Limited or no‐customization to fit the
• Covers some non‐SAP components company needs and process
• Covered under SAP standard and • Integrates service desk, change
Enterprise Maintenance management and incident
• Extendable to web based system management
• Limited usage by SAP customers due • Stand alone and does not integrate
to lack of knowledge, expertise and into customers ERP and backend
understanding of the benefits systems

3. CUSTOMER CHALLENGES
 Large scale SAP customer have adopted other systems and tools for help desk and
support
 Heavy investments have been made on other tools and difficult to sunset them
 Perception that Solution Manager works for ONLY SAP systems
 Limited knowledge and expertise of customers with SAP Solution Manager. Still
considered as BASIS tool
 Would like to have one central systems for all of help desk, incident management
and IT processes
 Limited Project Management and IT PMO functions in Solution Manager
 Adoption of SAP Solution Manager for NON-SAP systems
 Confusion of the licensing and implementation costs of Solution Manager
 Limited case studies from SAP on successful Solution Manager deployments

4. SOLUTION MANAGER TO SERVICE NOW
INTEGRATION
SERVICE NOW SAP PI SOLUTION MANAGER
1. Create Support 2. Message Data 3. Create Incident
Message
4. Incident
Resolution
5. Change
Management
8. Close Support 7. Message Data 6. Close Incident
Message Resolution
10. ITSM 9. SAP Reporting
Reporting

5. SOLUTION MANAGER TO SERVICE NOW
INTEGRATION
Integration Options
Option 1
• Incidents uni‐directional
• Service Now is the main ITSM system in the company
• SAP related incident sent to Solution Manager
• Service Now Incident creation + attachments
• Incident life cycle in Service Now
Option 2
• Problems‐bidirectional
• SAP Support Messages created in Solution Manager via SAP
GUI
• Service Now is the main ITSM tool
• SAP Support Messages information sent to Service Now
• ITSM Reporting in Service Now

6. SOLUTION MANAGER TO SERVICE NOW
INTEGRATION
Integration Options
Option 3
• Incidents bi‐directional
• Service Now is the main ITSM system in the company
• SAP related incident sent to Solution Manager
• SAP Incident life cycle in Solution Manager
• SAP ticket header sent back to Service Now
• ITSM reporting only in Service Now

7. TECHNICAL CONSIDERATIONS
Technical Considerations
Interface design best practice
•Data flow Tracking
•Asynchronous exchange
•Object ID exchanged and stored in two systems
•Type Transactions
•Use Transaction GUID for the message exchange
•Use the process state matrix if possible
•Error Handling–Communication, data, process

8. IMPLEMENTATION CONSIDERATIONS
Implementation Considerations
• Separated project inside the main Service Now roll‐
out
• Careful planning
• External systems and teams availability
• Implementation
• High technical complexity
• 3rd Party involvement – Solution Manager and
Service Now Consultants
• Complex integration testing
Copyright – SeriveNow is a tool/service provided by ServiceNow
SAP Solution Manager is a system provided by SAP

9. CONTACT INFORMATION
http://www.linkedin.com/company/1425432
http://twitter.com/#!/AlphaSirius_SAP
http://www.facebook.com/pages/Alphasirius_sap/150779751610806
http://alphasirius.wordpress.com/
http://www.youtube.com/alphasirius
info@alphasirius.com